Business Development Manager
OnlySuccess Leadership Training LLC
مجموع سنوات الخبرة :15 years, 11 أشهر
Started as Process Executive and raised up to being a Team Leader and managing the Work Force Management with over 60 Agents. Served as the Contact Centre for a Mortgage Process of North Fork Bank, USA.
• Managed the Workforce Management in the Call Centre including the call forecasting
• Handled a team of 60 Agents ensuring their consistent performance. Maintained the Grade of Service above 90% against an SLA of 80% of calls answered in 60 seconds
• Managed Monthly Staffing, Billing and Scheduling
• In Charge of Meeting the Daily & Monthly SLAs.
• Handled customer escalations on time. Achieved Average Speed of Answer by Agents to 16 seconds against an SLA of 60 seconds.
• Created a report to track utilization of work codes agent wise, helping in understanding the nature of calls received, and forecast daily volumes.
• Was part of the WFM team and implemented Automated breaks for team members
• Played a major role in improving the Agent break adherence (From 78% to 90%), resulting in improving the Grade of Service and Average Speed of Answer.
• Awarded the "SPOT Award" for maintaining excellent statistics for the month of May’07
• Awarded the "Dazzling Award" for 6 continuous months outshining the required performance.
• Handled a Warehouse with a capacity of 5500 Sq Ft
• In charge of Invoicing, Dispatches, Liaison with Transporters, Marketing team and Auditors